L3 Support Engineer

Job Summary

Acting as the highest level of technical escalation, the full-time L3 Support Engineer will diagnose, resolve, and prevent complex customer issues related to VMstore products, often independently managing solutions while collaborating with engineering teams as needed.

Key Responsibilities

• Serve as the primary escalation point for unresolved customer issues, performing deep technical analysis to identify root causes
• Maintain hands-on familiarity with VMstore products and diagnose complex issues across storage, compute, networking, and virtualization layers
• Advocate for customer needs within the organization, ensuring visibility and prioritization of customer-impacting issues

Required Qualifications

• Extensive experience supporting Linux-based enterprise products in customer-facing roles
• Strong troubleshooting skills across distributed systems, virtualization, storage, and networking
• Ability to perform source-level debugging and triage defects to development teams
• Experience with workflow-level failure analysis and recreating customer issues in a lab environment
• Ability to work independently while effectively collaborating with Engineering and Support teams